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Old 02-27-2013, 03:29 AM #1
Miha
 
 
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Virtue Spire. Negative experience and Virtue costumer service

Hi paintballers!
Let me share my experience with Virtue Spire - loader which i can use as part of interior but not on the field.
I ordered one the first Virtue Spire from online shop(punisherspb.com) together with first version speed feed(Crown).
I got i fast, device look good, fresh and more bright compare to my old Rotor. Like Christmas Toy . As i understood later have same functionality. I ordered it because Virtue declare good compatibly with reballs(no jam).
I assembled it and got first issue - new speed feed
Not enough smooth for reballs. And i can't feed my loader fast.
Fortunately Virtue understood it and in few month we get possibility buy new speed feed on PSP event in Orlando. Old speed feed going to the trash , but at the other hand i can use my Virtue Spire for training .
I was happy. Virtue Spire really not bad when it work.
Unfortunately my Spire can't work property and back part of plastic was broken just on the tournament.


With any direct shoot or other impacts. But from my point of view Paintball Feeder should be paintball resistance.
Because i can't ask other team don't shoot in my feeder because i playing with Spire.
BTW we paling not in chess and equipment some time broken.
In this case support which we can get from vendor is very important.
And my first idea was order broken parts from some online shops.
I was bad surprised when i can't find spare parts for Virtue Spire in biggest shops(Punisher,Ansgear etc).
And i decided write to Virtue directly. It happen 26 of January through Face book private messenger and they answered me fast.
Even promise me - "We'll send you out a free replacment"
I was happy.
My Spire get chance return back to the field from garage.
But - He talks the talk, but will he walk the walk?
And Virtue forgot about me.

My dialog with Virtue
26.01.2013
Mike
Dear Virtue!
I bought your feeder instead Rotor and use it during 2 months for training's.
It perfect for reballs. No Jam compare to R. But today i try to use for tournament and back part(Button cover) of feeder just going oаf.
Local technician say's which it cannot be recovered and target part should be replaced.
Do you have warranty for Spire?

16:51
Virtue Paintball
Can you send send a picture of the part that is broken?
1 февраля

10:08
Миша Городецкий
Sure.
Please refer to attachment.
1 февраля

17:53
Virtue Paintball
What is your address ? We'll send you out a free replacment
11 февраля

10:46
Mike
HI! Thank you for you proposition.
My address
MYKHAYLO
Kiev
.....
Ukraine
Phone ....
I will appreciate for fast shipment, because your feeder is the best for re balls.

11.02.2013

18:00
Virtue Paintball
Misha was the piece shot when it broke? Or did you tighten the screw in to hard?
12 февраля

13:00
Mike
No. It was broken during play, but i didn't remember direct shot in this part.
Probably overexertion plastic. I'm not sureб but see crack on the plastic.
Due the crack i lost buttons.
It on the back side of loader one of the most safety place.
I see it when i open it on the field in order to clear loader after jam.

27.02

08:18
Mike
Dear Virtue, are you plan send replacement as you promised one month ago?

I miss my Spire.
I don't sure which i should do.
And will appreciate for some recommendation.

1) Waiting for response from Virtue. It just mistake and they answer any way and keep their promise
2) Forgot about Spire because Virtue forgot about costumer immediately after they get money.
3) Try to find spare parts by my self(if you have some idea)
4) Just use my Spire like donor for the other people who didn't get support from Virtue.
5) I should be more smarter and still using my Rotor as i doing it during 3 years.

Last edited by Miha : 02-27-2013 at 04:03 AM.
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Old 02-27-2013, 07:18 AM #2
VPB-ChristianW
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I apologize if you havent received your part but please keep in mind that we are sending via post mail from the US. It is possible that it is delayed or lost. We will send another backplate to you today.

Last edited by VPB-ChristianW : 12-10-2013 at 02:30 PM.
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Old 02-27-2013, 07:19 AM #3
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OK, Did you call them back or email them back after the discussion listed above? I would reach out to them before trashing them....Their CS is great.
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Old 02-27-2013, 08:01 AM #4
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Quote:
Originally Posted by VPB-ChristianW View Post
I apokogize if you havent received your part but please keep in mind that we are sending via post mail from the US. It is possible that it is delayed or lost. We will send another backplate to you today.
Dear Cristian, thank you for prompt answer.
I understood which you can't be responsible for post delay.
And you don't need to send parts again.
I will wait
Sorry for this topic. My question was about feedback,
before you answer i didn't know if you send it or not.
I will happy to say which we have just misunderstanding and my Spire come back to field soon.
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Old 02-27-2013, 09:56 AM #5
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Well,it seems like this could have been taken care of with a phone call to the company....
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Old 02-27-2013, 05:22 PM #6
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Easier said than done when English is not your primary language.
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Old 02-27-2013, 07:10 PM #7
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had the same thing happen to me..the little back plate broke off on mine..i called them on tuesday, they said they would fix it, so i sent it wednesday afternoon, and got it the next week back..they have really good customer service...try calling them..i had to send my whole hopper in..i just used someone elses for the one weekend i did not have it...but i would recommend calling them and talking to them about it
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Old 02-28-2013, 01:10 AM #8
Miha
 
 
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Now it looks like classic misunderstanding.
Virtue wrote which they send parts at 12.02 and they that stop communicate with me, because they recognize issue as resolved.
At least I hope so.
Costumer Support quality we can see well in critical situation.
And if Virtue SC did everything as promised i could recommend Virtue products
or something something new next time.


P.S.
Regarding communication...
I just didn't think about calling.
Because email, Facebook it more convenient today and we start communication with Virtue through Facebook...
Probably CS support of Virtue can share their email, because email form on site look unusual. We didn't need to discus it here, but if you interesting you can check it by your self.
Thanks every body for support, Virtue SC for prompt answer.
Let me wait for package and return Spire come to the field.
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Old 03-05-2013, 08:15 AM #9
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calling is definitely the best you can have a conversation in 5 min that could take days through FB or Email
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Old 03-30-2013, 09:10 PM #10
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I have never had a problem with virtues costumer service.
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Old 04-10-2013, 02:57 AM #11
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You lucky. :-)
It happen in January. Now April. I still waiting for parts.
Virtue said which they send me two packages, unfortunately both without tracking. And i didn't get both yet.
I will try resolve this issue on Millennium series in France if Virtue will make support there.

P.S.
It strange!
I got a lot of things from Dye by mail, i received upgrades from Planet Eclipse.
And many other not very important packages become in time.
Why it happen with loader which i really need now.
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Old 04-10-2013, 09:35 AM #12
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Hi Miha,

We did send you the parts requested at no charge immediately after receiving your emails. (Twice). While we are very sorry for the inconvenience, when we ship international replacements parts, the US Mail service does not give tracking. We've never had a problem with delivery before. At least not twice.

We also replied to your facebook message from yesterday , today, that if you come by our booth at the millennium, we will get you the parts you need, and install them for you at no charge.

We are really trying our best for you here bud. We appreciate your support, and hope you'll enjoy your Spire when we get you up and running this week at the millennium.

You can also upgrade your speedfeed their if you'd like.


Thanks.
Mike
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Old 04-10-2013, 05:15 PM #13
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Virtue is one if the best CS today!! Good luck buddy
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Old 05-01-2014, 03:39 AM #14
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Me too experiencing the same problem... my team have 5 spire with broken back plate and 1 with the broken rubber fins cause irregular spins. Tried emailing, no reply ..tried PM on their FaceBook no reply... We are a constant competitive team that join tourneys around the year in average 1 tourney a month and we are now paralysed with 5 unusable Virtue Spire.

I hope VirtuePaintballMike or VPB-ChristianW could help me out.

I am from Malaysia under Team DuckSide (https://www.facebook.com/pages/Duckside/332833070079964)

The pro shop here only sell the hopper without any replacement parts available. None of them could help to source any broken replacement parts at the moment.
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Old 05-07-2014, 01:55 AM #15
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Virtue has awesome CS. Very responsive, someone always ready to answer the phone with a quick fix. They are doing it right.
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Old 05-07-2014, 07:55 AM #16
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Sounds like they are doing a pretty good job with customer service and just having a difficult time getting the stuff shipped internationally. Did you say you are in Ukraine? I would imagine that isn't the easiest place to get stuff shipped to from the United States right now with all that is going on....

Hope you get your loader working.
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Old 05-07-2014, 02:42 PM #17
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Quote:
Originally Posted by OKIDO View Post
Me too experiencing the same problem... my team have 5 spire with broken back plate and 1 with the broken rubber fins cause irregular spins. Tried emailing, no reply ..tried PM on their FaceBook no reply... We are a constant competitive team that join tourneys around the year in average 1 tourney a month and we are now paralysed with 5 unusable Virtue Spire.

I hope VirtuePaintballMike or VPB-ChristianW could help me out.

I am from Malaysia under Team DuckSide (https://www.facebook.com/pages/Duckside/332833070079964)

The pro shop here only sell the hopper without any replacement parts available. None of them could help to source any broken replacement parts at the moment.
Please don't necrobump threads... it's a forum rule for a reason.
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Old 05-07-2014, 07:23 PM #18
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I'm curious if Miha ever got his part.

And more curious why virtue doesnt just send a box of spare parts to their dealers since problems like this seem to be somewhat common.
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Old 05-08-2014, 08:08 AM #19
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Quote:
Originally Posted by Person View Post
I'm curious if Miha ever got his part.

And more curious why virtue doesnt just send a box of spare parts to their dealers since problems like this seem to be somewhat common.
Probably because they like to deal with cases individually and directly so they can ensure top of the line C.S.!

I do wish they could update some of the spire parts though. I know they have all ready made many improvements to the spire since it was released.

The back plate breaking, S.F. cracking and rubber drive cone fins cracking/breaking off over time seems to be a common weak point in the spires design. How ever the features and performance of the spire and Virtue C.S. give me a reason to continue using the spire over another loader like the rotor.
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Old 05-09-2014, 12:11 AM #20
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I think most people when they break a part on their hopper would rather pay 5 bucks to buy a new one from their local PB shop and hit the field right away than have a conversation with Virtue before digging their rotor out of the gearbag.
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Old 05-09-2014, 10:25 AM #21
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please just email info@virtuepaintball.com with your name and address and the color of the part you need, and we'll get it on the way!

Mike
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